Jonathan Ranger

Ideas and Strategies for Real-Time Personalization

About Jonathan Ranger

JR is the CCO of Evergage, leading the Customer Success organization and post-sales operations. Prior to joining Evergage, JR headed sales and service before being promoted to CCO at Kampyle, a leading customer feedback and “voice of the customer” solution provider. Ranger was also a top executive overseeing professional services during his seven-year tenure at LivePerson, a behavior-targeted online chat company, where he helped grow revenues from $6M to $140M. JR earned his BA from the University of Massachusetts, Amherst.

The typical digital consumer owns 3.64 connected devices on average. The percentage of Americans that own a smartphone now reaches 77%. And eMarketer estimates US adults will spend 3 hours, 17 minutes a day using a mobile device this year. Clearly, digital is an important channel for marketers across industries. But just how important is it for financial services companies in particular? For the first time, the data shows that among financial services customers, a preference for digital-only interactions now surpasses omnichannel. A recent PwC report found that the digital-only banking customers segment has grown dramatically in the last five years. In 2012, 27% of customers were interacting with banks via digital devices only. Now that number has grown to 46%. Meanwhile, the percentage of customers that interact with banks in both physical and digital channels (omnichannel customers) has shrunk [...]

One of the perks of my job is the ability to ask “why” like an energetic preschooler. For me, nothing evokes this question with more enthusiasm than participating in digital experience personalization discussions with Evergage staff and customers. For example, “We are we going to change this hero image when visitors arrive after their first visit.” “Why?” “We need to inform mobile visitors about our mobile app.” “Why.” “We need to engage our email subscribers with content about a particular offer.” “Why!” These are all very reasonable plans. We hear them from customers all the time. But what transforms the “whys” from questions to statements or exclamations is an unrelenting desire to ferret out the origins of these requirements. The broader goal of these assessments is to assure that brands spend the necessary time to confirm that personalization execution [...]